Privilege Reviews 9,415

This will be the absolute last time I ever use Privilege Insurance. I have trusted them for years with my home insurance, but after this recent debacle -never again.

On 01/06/26, one of my radiator valves started leaking profusely, dropping the boiler pressure to zero. I had to turn off the water entirely to stop the mini flood and clean up the mess.

I checked our Home Emergency policy document to verify if radiators were covered. The document explicitly lists under "Main source of heating":

One domestic boiler.

Any controls that are part of the boiler and the programmer.

Central heating pump.

Hot water cylinder.

Room thermostat.

"Radiators"

Based on their own legal wording, I expected a swift repair.

An engineer finally turned up today (03/06/26). I had already informed the helpline exactly what pipework was present, yet the engineer seemed completely unprepared for standard 8mm microbore piping.

He admitted he couldn’t even isolate the radiator without cutting into the pipework, and recommended a brand-new valve and a tiny 20mm section of fresh pipe.

The parts cost under £10 and any competent heating engineer could complete the job in 20 minutes max. Instead of fixing it, he left to "write a report."

I then received a callback from a representative at the emergency cover department who was incredibly terse and unhelpful. She kept repeating that they will only do the "bare minimum." She claimed that even though the policy explicitly states "radiators" are covered, their policy is to simply isolate the radiator or its components and walk away.

Essentially, she argued that if there is a way to shut a valve off, they will turn a screw, leave you with a freezing room, and declare it "no longer their problem." I have thoroughly audited the policy document myself, and there is absolutely no clause stating they will simply abandon a customer with an unusable heating system. She refused to listen, passing the buck completely.

As a result, my family has been left stranded for three days without heating or reliable hot water. We have been forced to turn the main water supply on sporadically just so we can at least flush a toilet, but because of the broken valve, doing so causes the leak to start up again - meaning we have to be extremely quick.

It is an absolute disgrace that a company claiming to handle "emergencies" thinks it is acceptable for a family to live like this. My wife is an NHS nurse and a sepsis survivor who must maintain an exceptionally high level of hygiene to prevent life-threatening infections, and my young son has been unable to wash properly.

Apparently, there might be a second visit today, but I fully expect them to turn up and claim standard 8mm microbore is a "specialist job" just to kick the can down the road even further.

Never again, Privilege. Your emergency cover is a sham. I will not be renewing next year, and I will be taking my business to a company that actually knows how to resolve a basic plumbing issue rather than hiding behind pedantic, nonexistent policy loopholes.

Easy to obtain insurance on the web site. Simple steps to complete. Was kept up to date with relevant information. Documents can be online or paper.
No issues whats so ever. Five stars!

Liked the call handler and their response to my questions. Disliked the fact that I have to call and state I can get a cheaper like for like quote only for Privilege to drop my initial quote and pretty much match it; so unnecessary, but understand why it happens

Quick excellent

Been a long term customer. Always provided a great service

I got my renewal quote from privilege and it was considerably higher than what I had paid for the previous year. I was seriously considering going onto a price comparison site to get alternative quotes but instead decided to phone Privilege. After discussing my quote with the Privilege representative, she was able to reduce my cost of renewal to an amount that was less than I paid last year for the same level of cover. The moral of this is that it's always worth making a phone call to make sure you're getting the best price.

I have been with Priviledge Insurance for over 7years. Their service is so good, friendly workers and they are effective.

Had car insurance with these for 2025.
Sent me a renewal for 2026...approx date 4th June 2026.
Tried to cancel renewal because I got a better deal...the site would not allow me to cancel.
Said there was a problem and my renewal had not cancelled!
Waited for Customer Service to ring me.
Explained the situation that I did not want to renew my Insurance.
Was told it would be sorted!
Then I received an email to say thanku for staying with them and renewal has put in place!
WERE DO YOU GET THE CUSTOMER SERVICE OPERATORS FROM??????????????
CAN THEY NOT LISTEN AND DO WHAT THEY SAY THEY WILL DO????????????????????
Service is a disgrace!!

The ease and professionalism of this company restores the faith in some insurance companies. I felt listened to and understood when enquiring about my insurance needs once again upon renewal this year for my home insurance. The renewal reminder was sent in good time. Upon payment full receipt sent and logging in to my policies is an absolute breeze. I cannot recommend this company enough. Their quotes are very good backed with excellent customer service.

Good cover for the price.
Got to speak to livr customer service within a reasonable time.

Dealt with my claim professionally through every stage, been a privilege customer for years. You can phone and speak to someone if you don't like using online services

Good and affordable

Easy and simple

Easy to renew. Hassle free. No issues from start to finish.

The man I talked to was really good

worst ever customer service. website always has faults. simple changes amost impossible and customer services are non existent. not renewing 3 car and 1 home policy due to their shocking service.